[Hiring] CX Tooling Engineer @Spring Health

Role Description

The CX Tooling Engineer will design, build, and operate the systems that power Spring Health’s customer experience and support operations at scale. This role sits within Technology in the Care Division’s Engineering Department and supports production systems across various platforms.

• Design, configure, test, and maintain Zendesk architecture and extensibility.
• Build and operate contact-center infrastructure using Zendesk Contact Center and Amazon Connect.
• Design, build, and maintain cross-system workflows in Tray.ai.
• Support approved AI-enabled chat, voice, email, and agent-assist workflows.
• Design solutions with clear system boundaries, dependencies, and data flows.
• Monitor platform and workflow health, investigate routing defects, and implement corrective actions.
• Build scalable tooling, permissions, routing, and integrations.
• Support centralized tooling intake and partner with various stakeholders.
• Coordinate with platform vendors and implementation partners on technical requirements.
• Deliver production changes with appropriate testing and monitoring procedures.

Qualifications

• 3+ years of experience administering, engineering, or operating customer experience platforms.
• Hands-on experience with Zendesk configuration and architecture.
• Experience with an enterprise contact-center platform.
• Experience configuring interactive voice response or contact flows.
• Working knowledge of REST APIs, webhooks, JSON, and API-testing tools.
• Experience building or maintaining production workflows using integration platforms.
• Experience troubleshooting production issues.
• Understanding of monitoring, error handling, and production change management.
• Strong written and verbal communication skills.
• Ability to independently manage assigned work and raise risks early.
• Sound judgment regarding platform governance and technical decisions.

Requirements

• Experience with advanced Zendesk development and extensibility capabilities.
• Experience with Tray.ai or another enterprise integration platform.
• Experience integrating AI-enabled support platforms into operational workflows.
• Experience supporting contact-center infrastructure across multiple countries.
• Familiarity with call-recording consent, privacy, and regional telecommunications requirements.
• Experience with DocuSign, document processing, or CRM integrations.
• Experience working in healthcare, financial services, or another regulated environment.
• Familiarity with infrastructure as code and automated testing practices.
• Experience with incident response and reliability engineering practices.

Benefits

• Health, Dental, Vision benefits start on your first day.
• Employer sponsored 401(k) match of up to 2% for retirement planning.
• A yearly allotment of no-cost visits to the Spring Health network of therapists.
• Competitive paid time off policies including vacation and sick leave.
• Parental leave of 18 weeks for birthing parents and 16 weeks for non-birthing parents after 6 months tenure.
• Access to Noom, a tailored weight management program.
• Access to fertility care support through Carrot.
• Access to Wellhub for fitness, mindfulness, nutrition, and sleep.
• Access to BrightHorizons for sponsored child care and elder care.
• Up to $1,000 Professional Development Reimbursement a year.
• $200 per year donation matching to support your favorite causes.